Cathe.com

*** *** ***, The reason the customer was not refunded is she told us on 6-30-not to cancel her order (see unedited transcript from our ticket system below)I think *** misinterpreted our customers service representatives (***) response ("Good Morning ***, I've canceled the refund
request today, 7/1/14") as meaning we were cancelling her orderInstead, *** was just confirming that the customer no longer wanted to cancel their order and she would leave her order as is and would not process her cancellation requestAgain, I think the customer took this incorrectly as meaning *** was cancelling her order instead of her “cancellation request” and thus the confusionPerhaps this is why the customer feels that *** was being sarcastic and patronizing? In reviewing ***’s response IMO she was polite and professional in all of her responses (see entire transcript listed below)Canceling is normally a simple process with us and I’m sorry that is wasn't in this caseWe refunded the customer by PayPal in full on 9-9-14, so this matter should now be closedTranscript with notes addedAll comments concerning this customer service issue were handled online through our ticket system which keep a record of everythingI'm including all conversations without any editing or anything be left outOn 6/28/Customer wrote the following: "Hello,May I cancel my order of $with order number ***? Payment was made with PaypalThank you." Not clear on whether customer wanted to cancel or just know if she could cancel *** (customer service rep) replied on 6-30-as follows: "Hi ***, If you want to cancel your preorder, I will send a cancelation request to our accounting departmentOnce they receive that, it takes business days to process a PayPal refundPlease advise*** ***" On 6-30-customer replied by saying, "Just forget itThat's an outrageous amount of time to process a refundI'll just keep the order." To verify that the customer now didn't want to cancel, *** responded as follows: "Good Morning ***, I've canceled the refund request today, 7/1/14." Perhaps the customer took this to mean *** had cancelled her order when all she was trying to say is she cancelled the refund request because *** said she would now keep the orderOn 8-4-customer contacted us saying: "Hello,As of today, Monday, August 4th, I still have not received the Paypal refundIt has been over days." 8-4-*** responded " I'll have to check with our accounting departmentThey handle all PayPal"8-9-customer not hearing anything else contacted us again saying, "Hello,I emailed on August 4th (days ago) about not receiving my Paypal refund on my Cathe preorderIt has been well over days and your last correspondence to me was that you would have to check with your accounting department since they handle all Paypal refundsWhat is going on here?"

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I have accepted the responseHowever, the last part of the transcript was left out by *** stating that *** told me she has no control over the time frame of the accounting dept responseShe is the only liaison between the customer and the accounting deptand a quicker response still would have been appreciated

Response:
I'm not sure why the customer contacted you about this matter as our customer service department has been in contact with the customer and as far as I know...

this matter is resolved. Though it is true that the customer was charged for a recurring subscription payment that she should not have been on September 4th the complaint fails to mention that the customer's [redacted] account was also refunded on the next day (Sept 5th) after she contacted us (see proof of payment below). I'm assuming the customer contacted you before contacting us? Hello Cathe dot Com, Thank you for issuing a refund to the buyer to resolve the following disputed transaction: Buyer's name: [redacted] Buyer's email: [email protected] Transaction ID: [redacted] Transaction date: Sep 4, 2014 Transaction amount: $19.97 USD Your transaction ID: [redacted] Case number[redacted]

Review: I placed a preorder for a fitness dvd set on June 3, 2014 through Paypal. The vendor does accept cancellations up to the time the presale ends. The presale is still going on as of today, August 23, 2014 and no filming of the dvds has begun. I contacted [redacted] at [email protected] on June 28th 2014 to request a cancellation of my preorder. I received a response on July 1, 2014 that the preorder would be cancelled and refunded to me within 30 business days. Today is August 23, 2014 and I have emailed [redacted] NUMEROUS times to find out why I have not received my refund. She has been patronizing and sarcastic in her tone to me and not accommodating at all in resolving this. Paypal cannot help me since they will only handle disputes within 45 days of the original transaction. My account was debited on 6/4/14 for $69.97 and I have not seen a refund despite my communications with [redacted]. I have all my saved email correspondence with [redacted] and can provide them if you wish to see them. I would like my refund at this point, as it has been well over 30 business days.Thank you.[redacted]Desired Settlement: I want to have my preorder amount of $69.97 refunded to me immediately since it has been well over the 30 day business time frame they require to process refund/cancellation requests.

Business

Response:

[redacted], The reason the customer was not refunded is she told us on 6-30-14 not to cancel her order (see unedited transcript from our ticket system below). I think [redacted] misinterpreted our customers service representatives ([redacted]) response ("Good Morning [redacted], I've canceled the refund request today, 7/1/14") as meaning we were cancelling her order. Instead, [redacted] was just confirming that the customer no longer wanted to cancel their order and she would leave her order as is and would not process her cancellation request. Again, I think the customer took this incorrectly as meaning [redacted] was cancelling her order instead of her “cancellation request” and thus the confusion. Perhaps this is why the customer feels that [redacted] was being sarcastic and patronizing? In reviewing [redacted]’s response IMO she was polite and professional in all of her responses (see entire transcript listed below). Canceling is normally a simple process with us and I’m sorry that is wasn't in this case. We refunded the customer by PayPal in full on 9-9-14, so this matter should now be closed. Transcript with notes added. All comments concerning this customer service issue were handled online through our ticket system which keep a record of everything. I'm including all conversations without any editing or anything be left out. On 6/28/2014 Customer wrote the following: "Hello,May I cancel my order of $69.97 with order number [redacted]? Payment was made with Paypal. Thank you." Not clear on whether customer wanted to cancel or just know if she could cancel [redacted] (customer service rep) replied on 6-30-14 as follows: "Hi [redacted], If you want to cancel your preorder, I will send a cancelation request to our accounting department. Once they receive that, it takes 30 business days to process a PayPal refund. Please advise. [redacted]" On 6-30-14 customer replied by saying, "Just forget it. That's an outrageous amount of time to process a refund. I'll just keep the order." To verify that the customer now didn't want to cancel, [redacted] responded as follows: "Good Morning [redacted], I've canceled the refund request today, 7/1/14." Perhaps the customer took this to mean [redacted] had cancelled her order when all she was trying to say is she cancelled the refund request because [redacted] said she would now keep the order. On 8-4-14 customer contacted us saying: "Hello,As of today, Monday, August 4th, I still have not received the Paypal refund. It has been over 30 days." 8-4-14 [redacted] responded " I'll have to check with our accounting department. They handle all PayPal". 8-9-14 customer not hearing anything else contacted us again saying, "Hello,I emailed on August 4th (5 days ago) about not receiving my Paypal refund on my Cathe preorder. It has been well over 30 days and your last correspondence to me was that you would have to check with your accounting department since they handle all Paypal refunds. What is going on here?"

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I have accepted the response. However, the last part of the transcript was left out by [redacted] stating that [redacted] told me she has no control over the time frame of the accounting dept response. She is the only liaison between the customer and the accounting dept. and a quicker response still would have been appreciated.